Knoll Medical Practice
one year ago SS
Streatham S. one year ago • From Google
Bad
I am extremely disappointed with the telephone reception staff once again. I submitted a prescription request for myself and a family member several days ago. When I contacted the pharmacy to collect it, I was informed it was not ready. I then called a receptionist the following morning to inquire about the status. She indicated she had the request in front of her and was uncertain why it had not been processed, stating she would pass it along shortly. When asked what I should do, I was told to ring back later that day. Upon calling back, I spoke with the same receptionist, who I found to be dismissive and lacking in courtesy. She interrupted me repeatedly and appeared eager to end the conversation, insisting I use the online system before abruptly disconnecting the call. I called again and requested to speak with the prescription department, which was initially refused. A subsequent call connected me with another staff member who transferred me to the prescription team. However, they were equally unhelpful, claiming the prescription was not on file. I explained it had been submitted well in advance. They suggested I use the 111 service to obtain my medication, which I knew was not appropriate for my prescription type. On another call, I was told the pharmacy had not sent it, contradicting what the receptionist had said that morning. I contacted the pharmacy directly, and they confirmed they had submitted it promptly with documentation to prove it. The pharmacy staff called the practice on my behalf. I subsequently received a call explaining the prescription had been filed under another patient's record, accompanied by a brief apology and assurance it would be available the next day. However, I still do not have my medication as it now requires reordering. This situation has caused me considerable stress whilst managing work commitments, and I am frustrated by the rudeness and inefficiency I experienced from the reception team. I was particularly upset that my request to speak with the appropriate department was refused and the call was terminated. This level of service would be unacceptable in most professional environments.
Dear Mrs Powell, Thank you for taking the time to leave a review regarding your experience at Knoll Medical Practice. It’s really important that patients feel able to raise their concerns with their GP Practice as it allows us to better understand the patient experience and ensure that we are providing the best possible care for our patients. I am very sorry that you found the tone of our receptionist today sarcastic and that you felt interrogated. I understand that the receptionist was simply concerned as you stated that you were driving and wanted to ensure that it was safe to continue the conversation at that time. I have reviewed the call and feel that the tone of the receptionist was professional throughout. Our reception team are expected to provide as much information as possible when completing a triage form on behalf of a patient, and it’s perfectly reasonable for them to enquire about medication usage. I do not think there was any suggestion of you obtaining the medication illegally during the call. I will contact you directly to discuss your concerns in more detail. Yours sincerely, Callum McQue Practice Manager
Helen f.